Sr. Techno-Functional Manager (Production/Application Support)
Contract REMOTE Role
Duration: 10-12 months
Working Time : EST
Rate: 60-63/hr w2
Role Overview
We are looking for a Senior Manager – Product/Application Support to lead and manage support operations across multiple enterprise applications. The candidate will be responsible for overseeing ticket management, ensuring SLA adherence, and driving resolution efficiency across L1/L2 support teams.
Key Responsibilities
1. Application & Product Support
Manage multiple applications within the Product Support ecosystem
Provide leadership for Application Support / Product Support functions
Ensure smooth functioning of business-critical systems
2. Ticket Management & Escalation
Own and manage ticket queues (L1 / L2 support)
Act as the primary escalation point for:
Stuck tickets
Aged / overdue issues
Analyze why tickets are delayed and drive root cause resolution
Ensure timely closure within defined SLAs
3. Team Leadership
Lead L1 and L2 support teams
Provide guidance on issue triaging and prioritization
Ensure proper workload distribution and performance tracking
4. Process Improvement
Identify gaps in ticket handling and support processes
Implement improvements to reduce backlog and improve turnaround time
Drive standardization of support workflows
5. Stakeholder Management
Collaborate with business and technical teams
Communicate status, risks, and escalations effectively
Provide regular reporting on support metrics
Required Skills & Experience
10–15+ years in Application/Production Support
Strong experience in:
Ticketing systems (ServiceNow, Jira, etc.)
L1 / L2 Support Models
Experience in Supply Chain domain / WMS (Warehouse Management Systems) is a plus
Strong troubleshooting and escalation management skills
Proven leadership experience managing support teams
Applications are like
CRM Dynamics, IBM Sterling OMS
Azure applications/SAS applications & products
Sterling integrator
Oracle cloud
SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.
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